Introduction to Conflict Resolution
Conflict is inevitable, but how you handle it makes all the difference. Our conflict resolution training equips staff with the skills to manage conflict effectively, reduce misunderstandings, and confidently navigate difficult conversations.
What will participants learn?
Conflict resolution training equips staff with the skills to:
- Identify potential sources of conflict
- Prevent misunderstandings before they escalate
- Address different types of conflict
- Voice concerns with confidence and respect
- De-escalate tensions
- Reduce defensiveness, resistance, and high emotions
- Ensure personal safety in potentially violent situations
Who is it for?
This training is valuable for staff and volunteers in any environment where conflict could arise through misunderstandings, differing opinions, opposing needs or values, life stresses, unmet expectations, or service failures. Participants could include aspiring or existing managers or team leaders, HR professionals, frontline or customer service staff, health and social care staff, educators, community wardens, and anyone else who wants to communicate with confidence in heated situations.
What does the course include?
- The primary causes of conflict
- A way to identify and manage different types of conflict
- Techniques to respectfully express concerns
- Communication strategies to voice concerns professionally
- Tactics to de-escalate tension, defensiveness and high emotions
- Methods to resolve conflict amicably and effectively
- Guidance to maintain personal safety in potentially aggressive situations
- Case studies and scenarios that demonstrate effective conflict resolution
- Opportunities to practice key conflict resolution techniques
- A reference sheet on putting conflict resolution into practice
This is a full-day training course. All of our courses can be delivered in person or online. Depending on requirements, we can also offer more in-depth training packages with multi-day, follow-up, and train-the-trainer options.
Why choose our training?
To maximise training value and effectiveness, we offer:
- Content tailored to participant needs through pre-engagement with client teams
- Evidence-based approaches like Making Every Contact Count (MECC) and Motivational Interviewing (MI)
- Interactive learning, including simulations and real-world skills practice
- Follow-up support to help staff implement their new skills
- Continuous refinement of our courses through evaluation and participant feedback